Complaints and Appeals

Metanoia Institute is committed to providing an excellent education and high quality services to its students, from enrolment through to graduation. Sometimes, however, even with the best intentions things can go wrong. In the spirit of seeking to put things right, we value the raising of issues, and strive to use the information gained to help us improve services.

There are two different kinds of complaints: the first related to the standard of service that you receive (a ‘complaint’); and the second to any injustices that you feel have occurred in regards to an academic decision or grading (an ‘academic appeal’).

A complaint is any expression of dissatisfaction about an action (or lack of action) taken by Metanoia Institute, about the standard of service provided by Metanoia, or by others acting on behalf of Metanoia, or under its auspices.

Complaints can be made about issues such as:

* the quality and standard of service or failure to provide a service

* the quality of facilities or learning resources

* the quality and standard of administrative processes

* the standard of behaviour, attitude or treatment by a member of staff, by another student or by a contractor

An academic appeal is a request from a student for review of a decision made by an Assessment Board, Progression Board or Award Board because the student believes that an injustice may have occurred. In a successful appeal, the Assessment Board reviews its decision in light of the new information provided by the student, but it does not necessarily change its original decision.

In most cases, we would hope to be able to respond to your concern through the informal stages outlined in each of the policies below, but will support you to move to the formal stage if and when you feel that to be necessary. The procedure for each can be found by clicking on the relevant policy link.

Office of the Independent Adjudicator (OIA)

The Office of the Independent Adjudicator (OIA) have now published their Annual Statements for 2020 for higher education providers that are members of their Scheme. You can view the 2020 Annual Statements on their website at https://statements.oiahe.org.uk. 

The Annual Statements improve the transparency of their Scheme, and increase public scrutiny of complaints handling in higher education providers, and students’ confidence in those processes